Case Study: LTP improves retailer checkout service and reduces costs with AnyLogic

Improving Customer Satisfaction by Checkout Process Optimization of a Retailer’s Stores

LTP, an analytics-driven management consultancy, used AnyLogic simulation software to help Sonae MC, Portugal’s leading food retailer, improve checkout-area planning across its stores. The challenge was to boost customer satisfaction and service quality at checkout without increasing operating costs, while also determining the right mix and number of checkout typologies for different store formats.

Using AnyLogic, LTP built a multimethod simulation model combining agent-based and discrete-event approaches to test multiple checkout configurations virtually. The analysis helped identify reconfiguration priorities, explore new checkout concepts, and reduce queues by shifting some customers to self-service checkouts. As a result, fixed costs fell by nearly 15% and operating costs dropped by almost 12%, while service quality improved.

LTP

Diogo Miranda

LTP